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We offer free delivery on all orders over £40.00. This is a Royal Mail 48 Tracked service. However, for items £39.99 or less we do charge a standard postage of £3.50 that also goes with our Royal Mail -Tracked 48 service. You can also upgrade to Royal Mail Tracked 24 or Next Day Guaranteed.

We dispatch all orders placed before 3pm Mon-Fri the same day. Orders placed on a Saturday and Sunday will be dispatched the following working day.

Outside of the UK the following charges will apply: • Europe and Republic of Ireland: £9.99 • Rest of the Word: £14.99 • All items are sent via Royal Mail ‘international signed for’ delivery and will require a signature upon receipt.

If you are not completely satisfied with your purchase, you have 14 days from the day you receive your item to return it back to us.

Shoe care items and measuring gauges are non-refundable unless items are faulty. You should return your purchase in its original packaging, in an unworn condition with the returns slip provided in the box.

Please return your item in it's original condition and boxing. Items where the outer packaging is damaged may not be accepted so please refrain from taping boxes shut, writing on boxes or sticking return labels to boxes.

How quickly will my return be dealt with?

We aim to action all returns within 2 days of receiving your parcel - although it is usually quicker than this. Please be aware that if you use our pre-paid returns it can take an average of between 2-5 days for your parcel to reach us.

Free Returns and Exchanges

We understand that buying online often means that it can be difficult to get the correct sizing and that is why we offer a free returns service within the UK.

Our priority is to make the return process as easy and hassle as possible. Thus, we provide a Royal Mail prepaid label attached to your invoice.

If you require an exchange all you need to do is complete the Form supplied in your parcel informing us of exactly what you would like us to do and we will send your exchange by 48 royal mail tracked service and confirm when this has been done.

You can contact a member of the Shoes by Mail team should you be unsure whether we have the item you require for exchange on 0800 783 0436 or info@shoesbymail.co.uk.

If you are returning your item from abroad, we cannot honour the free returns policy. This policy applies to customers in the UK only.

Refunds

You will receive your refund within 5 working days once we have received your exchange, maximum. Although, this is usually much quicker.

Use of prepaid Returns Label

Always obtain proof of postage from your local post office. If the parcel does not reach us and you can not provide proof of postage you are liable for the loss.

Returns Procedure

Please use your free returns label to return your item to us. You can upgrade to a Royal Mail tracked service, if you prefer. This means that should your item be lost in transit, we will be able to still refund or exchange for you.

Returns will arrive by our standard service in 3-5 day. We will process a refund or exchange on the day of return. If you have asked for a refund, this should appear in your bank within 3-5 working day. You will receive your exchange via Royal Mail 48hr Tracked.

You received a faulty item

If your item arrives in faulty condition please contact the team on 0800 783 0439 or email us at info@shoesbymail.co.uk.

You would like to cancel your order

To cancel your order you will need to contact a member of the team on 0800 783 0439 or info@shoesbymail.co.uk before 4pm on the day of your order. If you ordered your item after 5pm you will have until up to 4pm the next day.

You will receive your refund immediately. But, please be aware it may take 3-5 working days to show in your bank.

You received the incorrect item

In the unlikely event the item you receive is incorrect please email us on sales@shoesbymail.co.uk or call us on 01492 868200 and we will advise how to return the item and the next steps.

Will you refund any postage charges?

If you receive a damaged or faulty item, you will receive your postage reimbursement. You will not receive any reimbursement for items returned for other reasons.

Customer Duty of care

The customer has a duty of care during cancellation period for all products purchased